Senior Manager, Customer Experience

What we need 

Symbotic is seeking a Senior Manager of Customer Experience to be the single owner to our strategic customers through direct focus on Symbotic’s products and services. A successful candidate will bring exceptional communication, problem-solving skills, and prioritization capabilities by exhibiting behaviors such as being resourceful, analytical, adaptable, and organized. A strong candidate will be committed to building rapport with our customers and internal engineering / operations teams by adopting a consultative approach to help identify opportunities for Symbotic to improve the system. 

What we do 

The Senior Manager of Customer Experience is part of our Customer Operations Success organization which partners directly with our customers and cross functional business units to identify and assist in prioritization of key initiatives. You will provide a service to the broader organization by determining key product and process cross-functional opportunities and driving them to closure when required. The team drives cross-functional programmatic workstreams lead by technical resources while establishing key organizational metrics and thresholds to deliver results. 

What you’ll do 

• Serve as a single threaded business liaison for large strategic customers by leveraging your knowledge of Symbotic products and services to find solutions to clients' changing needs. 

• Assess system performance and create plans to improve performance by partnering with engineering, operations, and technology functions and other Customer Success team members. 

• Ability to host meetings and group activities, both virtual and live, demonstrating the ability to foster, listen, solicit questions, and ultimately drive cross-functional objectives for an effective meeting.  

• Develop and meet scalable KPIs and metrics to provide insight on people, process, and systems by leveraging data sets to provide key insights. 

• Quickly adapt to change related to customer strategy, internal/external relationships, and organizational direction. 

• Lead cross functional initiatives that improve the system and ways of working to solve systemic problems. 

• Become a system expert by learning maintenance, operations, software and controls architecture, and system engineering for the particular focus area. Approach this task as a lifelong student and with the ability to retain the knowledge gained at an exceptional level.  

• Enable success throughout the project lifecycle and perform best practices that will drive strategic and financial growth to enhance our partnerships with our customers. 

• Lead, mentor, and develop a high-performing team focused on delivering exceptional customer experiences. 

• Foster a culture of accountability, innovation, and collaboration within the team. 

• Other Duties Assigned.  

What you’ll need 

• Bachelor's degree in business administration, industrial engineering or related field; or equivalent experience. Master's degree preferred.  

• Minimum of 8 years' experience in customer success, account / relationship management, or equivalent internal and external customer-facing role. 

• Minimum of 3 years' experience of robotics and/or automation engineering, product, and operations development; or equivalent knowledge.  

• Prior consulting experience with multiple different business groups.   

• Ability to quickly adapt to change related to customer strategy, internal/external relationships, and organizational direction. 

• Strong consulting, listening, and communication skills, demonstrated by establishing influential relationships with diverse customers, including business owners. 

• Teamwork skills and the ability to act as a strategic partner to the customer. 

• Advanced Excel and PowerPoint skills and proficient in Word and Outlook. More robust data analysis capabilities (SQL, Python) a bonus. 

Our Environment  

• Remote, field-based position.   

• Travel is required up to 50% of the time. Employee must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations. 

• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis. 

• The employee is frequently required to walk and reach with hands and arms.  

• The employee is routinely required to work at heights of up to 45 feet and within restrictive areas of 24 inches. to stand; climb or balance and stoop, kneel, crouch, or crawl. 

• The employee must regularly lift and/or move up to 50 pounds.  

• Must comply with all safety requirements and protocols, including without limitation Lock out tag out safety protocols and fall protection safety protocols.  

• Approximately 50% of time will be spent on a construction site with PPE required (hard hat, safety vest, steel toes, eyeglasses, ear protection, fall protection (e.g., safety harness).  

• There will be steep stairs to climb into the structure. You may be required to routinely walk up and down stairs to navigate the automation structure. 

• You will regularly be near railings that are high off the ground.  

• Subject to environmental conditions, protection from weather conditions but not necessarily temperature changes. Must be capable of working in temperatures ranging from 105° to 32° Fahrenheit. 

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